SLA

The SLA Widget is a component in the form designer. SLA is added as a widget on the Form Builder page of the Form Designer for the consumer to view the SLA of a record for display time such as Actual Time, Elapsed time, Deadline, etc. The Application Designer will configure the widget and define the various properties such as Display name, for which SLA Type this applies, and how this should be rendered in terms of hours, minutes, and seconds.

A glance at SLA on Form Designer under Widgets for an Application Designer.

Figure: SLA Widget Component

Let’s Explore more on SLA Widget:

• Configure SLA Widget

• SLA Widget Logic and Validation

• SLA Widget Design for Consumer View

Configure SLA Widget

Introducing this feature to activate an SLA for the transaction records created for the form.

To Configure the SLA Widget, perform the following steps:

1. Navigate to Form Designer > Design Form > Widgets.
   

2. Search in widgets to locate the SLA control.
   

3. Drag and drop the SLA widget on the design canvas. Hover over the added control to access the Settings and Delete icon.
   

   

   Figure: SLA Widget

   Icon	Description
   	The settings icon will enable the Application Designer to configure the SLA Widget in the transaction form.
   	The delete icon will delete the SLA Control from the transaction form.
   	Control for adjusting the size of the SLA Widget.

4. Click the Settings icon to configure the SLA Widget.
   On the Settings pop-up window, the following tabs can be configured.

   • Properties

   • Appearance

   • SLA View

Properties

By default, when the pop-up opens the system will display the Properties tab. This further has two sub-sections as follows:

• General

• Informative

General

Enter the Label name, the entered text will be the heading for the SLA control, and this is a mandatory field. The default name present in the field will be displayed as SLA, however this can be changed.

Note

An info icon is provided next to the Label on mouse hover the below information displayed:

The entered Label Name will be displayed as the heading for the SLA.

Example: You can rename this based on the SLA Type like Response SLA, Resolution SLA, etc.

Figure: Properties

Informative

The information section has fields such as Help Text, Rich Text, and Tooltip.

Figure: Informative

Refer to the following field description table for more details:

Field	Description
Help Text	Enter Help Text information, the entered text here will be shown as a Help Text when the mouse is hovered over the SLA control.
Rich Text	Enabling this will display a rich text editor for Help Text. Figure: Rich Text Editor
Tooltip	The entered text here will be shown as a Tooltip when the information icon for the SLA is clicked.

Appearance

In the Appearance, the Application Designer can design the look of the SLA Widget on the Transaction Form. The Header and Container of the Widget is designed here.

To configure Appearance settings, click the Appearance tab and the following sections are displayed.

Figure: Appearance

• Header: The header is the top part of the SLA Widget as displayed below.

  

  Figure: SLA Widget Header
  

• Container: This is the body part of the SLA Widget as displayed below.

  

  Figure: SLA Widget Container

Header

This section will enable you to design the look and view of the header.

Figure: Header Appearance

Refer to the following table for the field description

Field	Description
Background
Background Color	Select the background color for the SLA Widget Header. Color selection on the SLA Widget Configuration User view of SLA Widget on Transaction Form
Label
Font Type	Select the Font Type of the Header from the available fonts in the dropdown. Figure: Font Type
Font Color	Select Font Color as RGB, HSL, or HEX code. Figure: Font Color
Font Size	Select Font Size ranging anywhere from 1 to 100. Move the slider to set the size or use the Up and Down control to set an accurate value. Figure: Font Size
Font Style	Font Style allows formatting of header text using Bold, Italic, and Underline

Container

This section will allow the Application Designer to design the look and view of the remaining space within the SLA Widget.

Figure: Container

Refer to the following table for field description.

Field	Description
Background
Background Color	Select the background color for the SLA Widget Container.
Label
Font Type	Select the Font Type of the Header from the available fonts in the dropdown. Figure: Font Type
Font Color	Select Font Color as RGB, HSL, or HEX code. Figure: Font Color
Font Size	Select Font Size ranging anywhere from 1 to 100. Move the slider to set the size or use the Up and Down control to set an accurate value. Figure: Font Size
Font Style	Font Style allows formatting of header text using Bold, Italic, and Underline.

SLA View

The SLA View tab provides the look of the Widget on the transaction form. This configuration consists of the following sections:

• General Configuration

• Preview

General Configuration

In the general properties, the Application Designer can configure the SLA Widget specific to the SLA Type and how that should be rendered as Time and displayed on the transaction form.

Figure: General Properties - SLA View

Refer to the following for the General configuration.

SLA Type

Select the SLA Type from the dropdown.
Example: Response SLA, Resolution SLA, and Turnaround Time SLA.

Figure: SLA Type - SLA View

For more information, hover on to the provided tooltip.

Tool Tip

Select the SLA Type that needs to be applied for the form. The selected SLA Types will be applied based on the Tenant selected for the record.

Information about SLA Type Field:

• All the configured SLA Value, SLA Window, SLA Criteria are mapped to an SLA Type. So, if an SLA Type is selected for the form, then all these SLA related configuration will be applied to the records created from the Form.

• The SLA Type dropdown will consist of all the SLAs configured and will be available for selection based on the Doman, Sub-Domain and Tenant combination selected at the form designer level.

• Multiple SLA Types can be selected for the form.

  

Functionality of SLA Type Field

All the SLAs will be grouped together based on the Tenants it is configured for.

Following are the combinations of mapping of SLA Types to Tenants that gets displayed.

• If an SLA Type is mapped to a single tenant, then the SLA Type displayed will belong only to that particular tenant.

• If the SLA Type is mapped to multiple tenants, then the SLA Type will be displayed under those tenants.

• If the SLA Type is mapped to multiple tenants, and the SLA Types are shared between multiple tenants then the SLA Type dropdown will display the shared SLA in the grouping.

The logic of applying the selected SLA Type for a record in the consumer view.

1. A Form is designed based on a Domain & Sub Domain.

2. All the SLA Types matching the Forms of the Domain & Sub Domain will be listed out in the SLA Type dropdown irrespective of the Tenant.

3. Single or Multiple SLA Types can be configured for a Form irrespective of the Tenant of the SLA Type.

4. Now, when a record gets created for the Form and if the Tenant selected for the record is not matching with any of the SLA Types configured for the form then the SLA Types will not be applicable for the record created.

5. But if the created records Tenant matches with any of the selected SLA Types record then the system will display those matching SLA Type in the record in consumer view.
   

   

Render As

Select the Render As option from the dropdown, this is used to define the look of the SLA Time in the consumer view of the record.

There are three options based on which the time will be displayed.

• Days : Hours : Minutes

• Hours : Minutes

• Minutes

Display

This field is used to control the view of details that will be displayed in the SLA Widget in the record, which was created from the Form.

Following are the dropdown values:

• Actual Time

• Deadline Time

• Remaining SLA Time

• Total SLA Time

• Elapsed Time

By default, Deadline Time, Remaining Time and Actual Time will be auto selected in the field. These default items cannot be deleted.

Since this is a multi-select field all the selected items will be displayed as chips in the field.

But, only the selected items will be displayed in the consumer view of the SLA Widget.

Preview

The Preview section will display the look of SLA Widget on the transaction form in real time. This section will dynamically display the preview of the SLA based on the field values selected from the Properties and SLA View tab.

The preview will work in a dynamic way. Whenever a field is selected with a value the same will be displayed in the Preview section.

Figure: Preview

Click Save, to complete the configuration and return to Form Builder page else click Cancel to discard the configuration.

SLA Widget Logic and Validation

If the SLA widget is deleted or removed from the form designer at a later stage, then the following validation apply:

• All the existing the records will continue to have the SLA widget displayed.

• However, the new records will not have the SLA widget.

If the property of SLA is changed in the later stages, then the following validation apply:

• All the existing records and new records will reflect the changed properties.

• However, if the SLA Type is changed or updated it will not be applicable for any of the old and existing records.

• The SLA Type change will be applicable only for the new records created post change.

SLA Widget Design for Consumer View

The consumer should be able to view the SLA widget as configured in the form designer.

The details displayed in the SLA Widget are as follows:

All the above mentioned details are displayed in the SLA Widget based on various factors and conditions.